Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Chegg Customer Support,I am writing to formally demand the immediate cancellation of all Chegg Writing-related subscriptions and to request a full refund for the unauthorized charges that have been continuously billed to my account.Despite having canceled my Chegg subscription previously, I have continued to be charged $10.62 monthly for the last 12 months, totaling over $127 in unauthorized charges. The charges do not appear under the main Chegg name but instead under "Chegg Writing," making it difficult to detect. This is highly misleading and deceptive.I have contacted your customer service three times, and each time I have been told that my subscription is no longer active. However, the charges continue to appear. I have attempted multiple times to cancel via your website, but the cancellation process sends me into a loop with no way to complete it.This is not only frustrating, but it is also unacceptable and potentially illegal. I am now filing a formal dispute with my bank and am documenting this matter as an unauthorized and fraudulent transaction. This will also be reported to the Better Business Bureau (BBB) and ************************ (***) if not resolved immediately.I am requesting the following actions:Immediate and permanent cancellation of all Chegg Writing and any associated subscriptions.A written confirmation that all subscriptions have been canceled.A full refund of all unauthorized charges from the past 12 months.If this issue is not resolved promptly, I will be forced to pursue further action.

  Business Response

  Date: 06/09/2025

  Hello Alexa,

  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.

  Reviewing your account with the information provided, we were able to locate a Chegg Writing subscription associated with the email address ********************* purchased on 01/23/2023 directly through Chegg.com. No successful cancellation had been processed on this subscription until your recent contact with support, which is why charges did continue to process.

  With Chegg Writing, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

  During your recent contact with Chegg, it does appear that these charges were claimed as unauthorized or fraudulent. Due to the original charge being billed over 90 days with no prior reports of fraud, any additional charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.

  We can confirm the subscription has been cancelled on 06/09/2025 and the account has been closed.

  We thank you for your patience while we worked to get this matter resolved and will now consider this case closed.

  Best,
  The Chegg Team

  
  

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I noticed on Rocket Money that I was being charged for a monthly Chegg subscription. I have not used Chegg since 2022 when I was in graduate school, and have not opened the website since then either. On Chegg.com, my payment history shows I was being charged twice a month, one with my debit card, and one with a credit card I did not recognize. So not only did they charge me without my authorization, they did it twice a month for the same service. **************** told me they would deactivate my account and to file a dispute with my bank. All of my account information on Chegg.com was deleted within minutes, but thankfully I screenshotted everything. This is really sketchy.

  Business Response

  Date: 06/05/2025

  Hello *****,
  
  We've reviewed your recent interaction with support with the information provided on the complaint and are here to look into this matter further for you.
  
  Based off the information provided, we were able to locate the Chegg Study subscription billing. Looking over your account, the ******************** Study subscription started on 01/19/2022, however, no successful cancellation had been processed on this subscription prior to the most recent contact on 06/05/2025 which is why the subscription continued to bill.
  
  The subscription located on your Chegg account was acquired specifically through a Free Trial offer with a previous etextbook order. This offer is often presented on the textbook's product page when adding it to the cart or at various stages in the checkout process. The 4 week Trial is only acceptable as an opt-in offer, meaning the terms of the trial are listed and the offer must be manually accepted before the service is added to an order or account. By clicking "Add 4 weeks free" you are enrolling in a 4-week (28 day) free trial of Chegg Study, and if you do not cancel within those 28 days, you will be enrolled in an auto-renewing monthly subscription for Chegg Study at the end of the trial. Following the expiration of any free trial period, your Chegg Study subscription will be renewed each month until you cancel. You consent to Chegg automatically charging your payment method on file each month after any free trial period until you cancel.
  
  We can see when the subscription was set to bill for the monthly renewal, the original method of payment for the renewal cycle failed and moved to the next available card on file which we see was added from a previous order on the account, we only see a single charge for the monthly renewal.
  
  Per our terms of use : Monthly and Annual memberships may automatically renew and the credit card or any other payment method we have only file may be charged until the membership is terminated or cancelled.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  
  You can cancel your subscription anytime by visiting "My Account" on ********************, clicking "Cancel" and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. We see on 06/05/2025 that the subscription was successfully cancelled and a confirmation email was sent to the email on file.
  
  While the Chegg ************* charges are non-refundable per our terms of use, given your experience we can extend a onetime courtesy refund for the most recent 90 day billing cycle, however these would be the most that can be processed. You will see the funds back onto your original form of payment within the next 7 business days. If you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  We can confirm the membership was cancelled on 06/05/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is charging my debit card regularly for hundreds of dollars over the months. Several charges monthly. Its gotten worst since *** reached out to customer service for this company. They are clearly fraudulent.

  Business Response

  Date: 05/28/2025

  Hello *****,??

  We would like to apologize for your recent experience with Chegg.??

  We have reviewed the information you provided. After some searching, we have located the accounts billing you. It appears as if your information has been compromised, as the person who placed the online order had some personal information of the cardholder. Please allow 7 business days for your financial institution to reflect the refunds back into your account. We would highly advise that you alert your financial institution in order for them to assist you with changing your information, if that has not occurred already.?

  Thank you for your patience while we worked to get this resolved for you.??

  Best,?
  The Chegg Team

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been continuously charged after canceling my subscription from Chegg. When checking my bank account, the monthly charge is not listed as Chegg but ******. I wasnt looking for the charges because I had cancelled my subscription but got a notification that I was being charged $19.95 for May, 2025. When I did done digging, I could see that I have been charged every month for the last 12 months. This will be the 3rd time now that I have cancelled this subscription. I know have learned that *** need to save my screen shot for at least 2 years as I no longer have the screen shot BECAUSE I CANCELLED THE SUBSCRIPTION and got a confirmation that it was canceled. The I have called and complained to the company 3 times and they tell me they dont see the cancellation. I know this must be happening to others as well. I asked to be reimbursed and they told me that I need to talk to my bank.

  Business Response

  Date: 05/22/2025

  Hello *******,
  
  
  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided, we were able to locate a Chegg Study Pack subscription. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With Chegg Study Pack, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  Typically subscription charges are non refundable per our terms of use, but in extenuating circumstances an account is able to access the most recent 90 day billing cycle synonymous with a financial institution. We have extended a maximum one-time courtesy refund extending back the last 3 months of billing cycles. Please allow 7 business days for the refunds to post back to the original form of payment. Due to the original charge on the account billing over 90 days, if you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  At this time, we can confirm the subscription has been cancelled 05/22/2025, so no further charges will continue.
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chegg started charging my bank account ***** every month starting in September of 2024 for a subscription that I do not have.

  Business Response

  Date: 05/20/2025

  Hello ********,

  We would first like to apologize for any unexpected charges you may be seeing. 
  
  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you. 
  
  Best regards, 
  The Chegg Team 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23354732
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 05/22/2025

  Hello ********,
   
  We would like to apologize again for the experience you have had with Chegg so far. We want to get this matter taken care of for you as soon as possible. Reviewing the information provided on the complaint, we see we were unable to locate with the billing information provided when you reached out to our support team 05/20/2025.
  
  We also sent a response directly to the email provided on the complaint requesting additional details to locate a charge, as no account was found with the original billing information provided. At the time of writing no response has been received.
  
  After attempting all possible search options with the information provided when you reached out to support 05/20/2025, we are not able to locate the account where charges have taken place. If no new information is provided in order to assist to locate an account billing, we recommend to best handle the charges moving forward, please proceed to file disputes on the charges through your financial institution. Our team will work directly with your financial institution for reimbursement. 
  
  Thank you, 
   
  The Chegg Team

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ******* account card was compromised and used by someone with charges to this company (CHEGG) as stated on the 7 transactions dates 5/16/2025. The transactions have overdrawn my account and are still "PENDING" on the companies billing. I contacted the bank to report FRAUD and contacted CHEGG of the fraud and to refund money back to my account on 5/17/2025 and they have still not released or credited funds back to my account after acknowledging fraud used on their website. I've contacted CHEGG on 2 separate occasions and NO ACTION has been taken by this company! As of 5/19/2025 I have not received a refund or communication from this company as I was told.

  Business Response

  Date: 05/19/2025

  Hello *****,

  
  We would first like to apologize for any unexpected charges you may be seeing. 
  
  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you. 
  
  Best regards, 
  The Chegg Team 

• Initial Complaint

  Date:05/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chegg has tried to charge me multiple times in payment methods I never authorized. I used ***** pay to get a subscription to help me review homework problems. I have been using Chegg for almost a year now and *** never had an issue until now. They have been trying to charge me $17.33 when I have already cancelled this subscription long ago. I have a monthly subscription service that starts of the 7th each month. I DO NOT need this service anymore so I cancled it before the 7th. I never received a confirmation email or anything and I thought that was odd. The next day the various charges begin. It still hasnt stopped and I think this is straight up fraud. I do NOT want this service nor do I want to pay for something I had already cancelled. Please stop with this harassment.

  Business Response

  Date: 05/16/2025

  Hello *****,

  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.

  After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 04/06/2025. We do not see a successful cancellation had been processed on this subscription until your recent contact with support, which is why charges did continue to process.

  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***********************************************************

  The charge attempt you are seeing is for the billing month of May 2025. The renewal date is set for the 6th of each month, and the renewal fee for May was initially unsuccessful. Since the cancellation request was made on the 15th, the overdue renewal fee is still pending. Please note the account will continue to attempt to collect the overdue payment, which must be resolved before a refund can be initiated. If the May billing cycle is successful, we suggest reaching back out to our support team to assist with a refund. ***********************************************

  Please note you will not be billed after the past due renewal fee is collected, as it has been canceled for any future renewals. 

  If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution.

  We thank you for your patience while we worked to get this matter resolved.

  Best,
  The Chegg Team

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with one of my email addresses with Chegg.com and subscribed for a service back in 2021. After a month, I called Chegg.com support team and asked for subscription cancellation and I subscribed through my other email address. Recently I realized that Chegg.com failed to cancel the requested service for one of my accounts that I never used and kept charging me since 2021. It means they charged me twice for two of my accounts and lost almost $2000 due to their mistake. I recently contacted them and they simply said they can just refund 3 month of service but not all of them! As a student, $2000 being over-charged because of their mistake is financially unfair and frustrating.

  Business Response

  Date: 05/12/2025

  Hello Parva,

  We would first like to apologize for any confusion surrounding the subscription and its cancellation and are here to look into this matter further for you.

  After reviewing the information provided, we were able to locate your Chegg accounts with a ******************** Study subscription which began on 01/29/2025, and a Chegg Study Pack subscription on the secondary account which began on 06/09/******* successful cancellations had taken place for the monthly subscriptions until your recent contact with support, which is why charges continued.

  With Chegg Study/Study Pack, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting "My Account" on ********************, clicking "Cancel" and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

  Reviewing the accounts, we can see a successful cancellation has taken place on 05/10/2025. While the Chegg ************************ charges are non-refundable per our terms of use, given your recent experience, we have issued one time courtesy refunds on the most recent 90 day billing cycle for each account, however this is the most that can be refunded on an account. Depending on your financial institution the refunds typically take within 7 business days to post back to the original form of payment. If you wish to seek additional refunds, we suggest reaching out to your financial institution directly.

  We can confirm the subscriptions have been cancelled on 05/10/2025 and will no longer bill you further.

  We thank you for your patience while we got this resolved for you.

  Best,
  The Chegg Team

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of today, May 9, 2025, there is a pending charge for a "Chegg *order ************** US" in my bank account. I didn't recognize it and looked up what it might be, and saw that it is a company that supposedly rents and sells textbooks. The problem with this is, I have not purchased or rented any textbooks and I have zero recollection of EVER signing up for Chegg's subscription service. I have reported this to my financial institution as suspected fraud and have frozen the card that someone is attempting to charge. Do not ever try to bill me again for something I have not purchased. I want the adjustment made.

  Business Response

  Date: 05/13/2025

  Hello ********,
  
  We would like to apologize for your recent experience with Chegg.
  
  Based off the information you have provided, we have located the account billing you. It appears as if your information has been compromised, as the person who placed the online order had some personal information of the cardholder.
  
  We went ahead and closed the account along with issuing a refund. Please allow 7 business days for your financial institution to reflect the refund back into your account. We would highly advise that you alert your financial institution in order for them to assist you with changing your information, if that has not occurred already.
  
  Thank you for your patience while we worked to get this resolved for you.
  
  Best,
  The Chegg Team
  

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i opened an account with ********************** during my undergrad. i graduated a few years later. it was billed to an account that i am not in control of. unbeknownst to me they drained my account slowly. the service went unused and claim not to keep track of logins, for plausible deniabilty of course. theyve got a scam clause because they know their business model depends on bad faith actions and milking $700 while refunding $42. theyve been untrustworthy stewards of my account and information, i am appalled

  Business Response

  Date: 05/08/2025

  Hello *****,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 06/14/2022. We do not see a successful cancellation had been processed on this subscription which is why charges did continue to process. We see the subscription was cancelled on 05/08/2025 when reaching out to our support team.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***********************************************************
  
  Typically subscription charges are non refundable per our terms of use, during the recent contact with support 05/08/2025 we see they were able to extended a one time courtesy refund towards the most recent 90 day billing cycle, however this is the most that can be refunded on an account. If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution due to the original charge on the account billing over 90 days.
  
  Please reach out to your ****************************** institution, or ****** for more information.
  
  We can confirm the subscription has been cancelled on 05/08/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23304754
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/13/2025

  Hello *****,
  
  We appreciate your prompt response and are here to provide clarity.
  
  Based on the information you provided in this complaint; we have located the account associated with the Chegg Study subscription which started billing monthly on 06/14/2022. Per our previous response, no successful cancellation had been processed on this subscription until your recent contact with customer support on 05/08/2025, which is why charges did continue to process.
  
  During your recent contact with customer support, the subscription was cancelled and a one-time courtesy refund of the most recent 90 day billing cycle was issued, however this is the most that can be refunded on an account. Depending on your financial institution, please allow 7 business days for the refunds to post back to the original form of payment. If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution due to the original charge on the account billing over 90 days.
  
  Please reach out to your ****************************** institution, or ****** for more information.
  
  We can confirm the subscription has been cancelled on 05/08/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved and will now consider this case closed.
  
  Best,
  The Chegg Team